Junior Onsite IT Support Technician

- Provide walk-up and desk-side assistance for common IT problems - Help users with basic inquiries and requests - Support onboarding activities for new hires and interns - Deliver courteous and professional customer service - Escalate issues when troubleshooting steps have been exhausted - Assist with setup and basic troubleshooting of laptops, monitors, keyboards, and mobile devices - Perform basic break/fix tasks, such as device swaps and power checks - Aid in resolution of simple printing issues - Support users with common applications like Google Workspace, Microsoft Office, Zoom, and Slack - Help with login problems, password resets, and multi-factor authentication prompts - Follow runbooks to address common software issues - Conduct basic checks in conference rooms, verifying equipment power and connections - Report AV issues using established procedures - Assist users with basic connectivity queries, including Wi-Fi and VPN - Conduct routine checks on cables, adapters, and device settings - Elevate network matters to senior support teams - Help manage account access requests and device setup - Adhere to security protocols for handling devices - Assist with IT inventory and equipment tracking - Prepare equipment for new hires or returns - Follow documented procedures and maintain ticket records in the ITSM system - Engage in training and onboarding sessions while actively seeking guidance as needed - Meet ticket volume targets and adhere to SLAs and escalation timelines - Keep positive customer satisfaction scores and respond promptly to requests